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Customers are part of the system: What every CX leader should know

We often look at customer experience as something we create. We design journeys, fix pain points, and work to improve NPS. But what if we are only seeing part of the picture?

In the latest episode of the CX Leadership Talks podcast, I had the pleasure of speaking with Sarah van der Wiel. She is an organizational consultant, the founder of Met Klanten, and the creator of Customer Constellations. Sarah brings a completely fresh perspective to the table, one that challenges many of our assumptions as CX leaders.

Her core message?
Customers are not outside the system. They are part of it.

That sentence alone is enough to stop you in your tracks. Because if that is true, then the way we see and solve customer experience issues needs to change.

Why systems thinking matters in CX.

Sarah explains systems thinking as a way of seeing the entire organizational ecosystem. That includes its structures, people, history, habits, and even its unspoken dynamics. All of these elements interact and create patterns that shape how customers experience an organization, often in ways we do not see.

So when we treat long waiting times, inconsistent service, or recurring complaints as isolated problems, we may be missing the bigger picture. We are treating symptoms, not causes.

A better question to ask might be:
What is this telling us about the system?

A story that stuck with me.

During our conversation, Sarah shared a powerful example from her work with a telecom infrastructure company. In that organization, people referred to “houses” when talking about their installations. The residents, the actual humans living there, were invisible in the conversation.

So Sarah made one small change. She started using the word “residents” instead of “houses.” That tiny shift created a huge ripple. People empathized differently. The customer became human again. From that moment, the team started setting shared goals like opening doors, being invited in, and leaving things tidy. Not technical goals, but human goals. The shift in language led to a shift in mindset.

What CX leaders can do.

If you are a CX leader and you have ever felt stuck solving the same problems again and again, this episode is for you. Sarah invites us to:

  • Look beyond quick fixes and listen to what the system is telling us
  • Get curious about power, silos, and organizational history
  • Use language intentionally, because how we speak shapes how we act
  • Slow down to see the bigger picture and fall in love with the problem

It is not just about being more empathetic. It is about structure, strategy, and creating change that lasts.

Want to hear more?

This is one of the most thought-provoking conversations I have ever had on the podcast.

Listen to the podcast episode here.
Connect with Sarah: Sarah van der Wiel on LinkedIn
Learn more: metklanten.nl

If you are dealing with recurring CX challenges, this episode might just be the invitation to start seeing things differently.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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7 Learning moments that shaped me as a CX educator

In my work as a customer experience speaker, educator, and entrepreneur, I’ve learned one thing for sure: no one becomes a great CX leader by accident.

It takes reflection.
It takes consistent learning.
And, sometimes, it takes a really crappy course to spark something brilliant.

To celebrate the 50th episode of my podcast, CX Leadership Talks, I looked back on the seven learning moments that shaped who I am today. These are the real stories behind how I became a CX educator, stories that will inspire you, whether you’re leading CX in a corporate role, building your own business, or exploring what’s next.

So if you’re someone who believes in growth, values education, or just loves a good behind-the-scenes CX story, this one’s for you.

Learning moment #1: The terrible course that started it all

Let’s start with the lowlight.

In 2016, I booked a two-day CX course in London to prepare for my CCXP certification. It looked promising, but what I got was underwhelming. The trainer I signed up for wasn’t there. The sessions were cut short. The food was bad. I came home frustrated and completely unprepared.

But that disappointment became the spark that launched my own CX education practice. I realized: I can do this better. That course gave me direction and ultimately, it helped me build a business that has now educated over 1,000 CX professionals.

Lesson: Sometimes the worst investment becomes the most powerful pivot.

Learning moment #2: Disney Institute – Service excellence in action

In 2019, I attended the Service Excellence course at the Disney Institute in Orlando.

This was a CX education experience I’ll never forget. The materials were stunning. The group was large, but energizing. And the structure was tight: early mornings, engaged sessions, and – most memorably – a field trip into the park itself to observe their service keys in action.

And yes, I left with Minnie ears. That cap still sits next to my desk as a reminder:

Great customer experiences don’t happen by accident.

They are designed (and delivered) with intention.

Learning moment #3: Zappos – Seeing culture in action

On the same trip, I visited Zappos HQ in Las Vegas. As a fan of Delivering Happiness, I had high expectations. And Zappos exceeded all of them.

I toured their offices, interviewed leaders, and witnessed what it really means to “deliver WOW through service.” One moment stood out: after joking about not being able to find an avocado in Las Vegas, a Zappos team member actually brought me three.

This wasn’t about avocados. It was about customer-centric behavior that matched the company’s promise at every level.

Lesson: Don’t just write down your customer promises. Prove them, in small, human ways.

cx leadership

Learning moment #4: Harvard Business School Online – Fierce focus

During the pandemic, I enrolled in multiple courses at Harvard Business School Online, including Power and Influence for Positive Impact and Business in Society. I earned two diplomas, and let me tell you: these weren’t passive video lessons.

If you didn’t complete your assignments each week, you were out.

What I loved most was the fierceness of the structure and the richness of the content. I still use models from these courses in my work, especially in the CX Leadership Masterminds I run for Dutch professionals.

Lesson: The best learning environments don’t let you drift. They challenge you to show up.

Learning moment #5: Jane Anderson – Business by design

In 2024, I flew to Australia to attend a two-day training with Jane Anderson, an expert in B2B branding and content for female entrepreneurs.

Her approach to content creation, business development, and client nurturing made me rethink how I run my company. I fell in love with her Pink Sheet Method, which I now use to structure my thought leadership content.

Lesson: Learning from someone who speaks your language – both professionally and personally – can accelerate your clarity and your confidence.

Learning moment #6: Communities & events – Learning with peers

Over the years, I’ve consistently learned through CX and speaking communities. I’m an active member of CXPA, the Professional Speaking Association, and other international networks. I’ve attended and spoken at global events, from the CX Leaders Advance in the U.S. to the Global Speaker Summit in Bali.

These events aren’t just about keynotes. They’re about connection, reflection, and staying curious about how others lead and learn.

Lesson: Your growth multiplies when you learn with others not just for yourself.

Learning moment #7: Masterminds – Learning that lasts

For the past five years, I’ve been part of several masterminds, a group of peers who challenge me, keep me accountable, and push me to think bigger.

Right now, with Mia Liljeberg. We meet twice a year in person, dive deep into strategy, and keep each other focused in between. It’s where ideas become action. It’s where personal leadership evolves.

So much so, that I brought the concept into my own CX work. I now lead CX Leadership Masterminds, designed for corporate professionals who want to lead customer experience with more clarity, confidence, and consistency.

Lesson: The right people around you will help you grow faster—and further—than you ever could alone.

What’s in it for you?

These 7 learning moments shaped how I lead, speak, and teach customer experience today. But more importantly, they’ve taught me how to help others lead with more impact.

In episode 50 of my podcast, I unpack each of these stories in more detail with practical insights you can apply in your own CX journey.

So whether you’re walking the dog, on your commute, or secretly listening during a team meeting, tune in here and listen to What Harvard, Zappos, Disney & a terrible course taught me (that you can use to grow as a CX Leader).

Final thought

If you’re a CX leader, your growth matters.
Not just for your own confidence, but for the customers, teams, and organizations you impact every day.

Invest in yourself. Join communities. Reflect often. And never stop learning.

That’s how we make customer experience work.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Why your CX Story needs duct tape (yes, really)

In our bright orange retro Volkswagen T3 camper – her name is Beatrix, after our former Dutch queen – there’s always a roll of duct tape in the glove compartment. She’s a classic. She’s fun. And she’s not without quirks.

When the mirror gives up, the fridge door flaps open, or some mysterious knob decides it’s had enough… out comes the duct tape. It sticks. It saves the day. It holds things together when nothing else does.

And honestly? That’s exactly what your Customer Experience story should do.

It should stick like duct tape.

sticky cx story

The frustration of being unheard

If you’ve ever walked out of a meeting wondering why nobody remembered what you said last week – or worse, felt like your carefully crafted CX strategy went in one ear and out the other – you are not alone.

I’ve worked with hundreds of CX leaders. Brilliant, experienced professionals with solid plans, good data, and a vision for customer-centric transformation. And yet… their story just didn’t land.

Why? Because it wasn’t sticky enough.

What makes a story stick?

In episode 49 of my podcast, CX Leadership Talks, I dive into this exact problem. And more importantly, I share a solution you can apply right away: the SUCCES formula from the book Made to Stick by Chip and Dan Heath.

If you want your strategy to be remembered, repeated, and shared, this formula is gold.

Let’s break it down:

  • Simple – Strip your message down to its core. One idea. One line. No 43-slide decks.
  • Unexpected – Surprise your audience. Break their pattern. Make them look up.
  • Concrete – Use real stories, real names, real numbers. Help people see what you mean.
  • Credible – Back up your message with data, examples, and support from leaders.
  • Emotional – Move people. Use stories that touch the heart, not just the head.
  • Stories – Bring your message to life. Because people remember stories, not spreadsheets.

If you want your CX story to drive change, you need more than logic. You need storytelling that sticks. That’s where real transformation begins.

A sticky story starts with structure

In the podcast, I also explain how the SUCCES principles align perfectly with my CX Story Blueprint – the tool I use with leaders to build their own business change narrative.

Your CX story should include:

  • A personal connection (why this matters to you and connects you with your audience)
  • A sense of urgency (why now?)
  • A clear strategy (what’s your CX plan?)
  • A call to action (what should people do?)

When you combine this structure with the SUCCES elements, something shifts. People don’t just hear your message – they remember it, and they act on it.

Want to craft your own sticky CX story?

If this resonates and you’re ready to take action, I’m inviting you to join one of my free CX Story Webinars. In just one hour, you’ll apply the CX Story Blueprint and test your message against the SUCCES formula. You’ll leave with a stronger, clearer story – ready to inspire and drive change.

Here are your options:

  • Monday, March 25 – Dutch lunch edition
  • Tuesday, March 26 – International (English)
  • Wednesday, March 27 – Encore session

Register here

Your strategy deserves to be heard

Let me leave you with this: You don’t need another slide deck. You need a story that people feel, remember, and share.

A story that sticks like duct tape in an orange camper van named Beatrix.

Tune into the podcast. Join the webinar. Let’s make your CX story unforgettable.

Listen to episode 49 here

Sign up for the webinar

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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How to get your organization to feel the urgency of CX

If you can’t explain the urgency of customer experience (CX), who can? As CX leaders, we often struggle to make CX a top priority within our organizations. People nod along when we talk about improving customer experiences, but when it comes to budget, resources, or executive buy-in – suddenly, other priorities take center stage.

So how do we get our organizations to feel the urgency of CX?

This was the focus of my latest podcast episode, where I explored why urgency is the missing link in many CX strategies and how to communicate it effectively. If CX is seen as ‘important but not urgent,’ action will always be postponed. And we simply can’t afford that.

Why CX urgency is a challenge

For many organizations, CX feels like a long-term investment rather than an immediate business necessity. But when CX is deprioritized, customer dissatisfaction builds up, loyalty erodes, and competitors gain an edge.

Some common signs that urgency is missing:

  • Leadership says, “Great plan!” but doesn’t allocate a budget.
  • Employees see CX as “extra work” instead of core business.
  • Customers keep complaining about the same issues year after year.

If you recognize these challenges, it’s time to sharpen your urgency message.

The CX time trap: Why organizations delay action

One of the biggest pitfalls in CX leadership is the CX Time Trap – when CX initiatives are always seen as important, but not urgent. When leadership is focused on short-term KPI’s like quarterly revenue, CX improvements can feel like something that can wait until next year… and the year after that.

The solution? Make the urgency of CX undeniable. Here’s how:

Three common mistakes CX leaders make when communicating urgency (and how to fix them)

  1. Mistake 1: Relying on data without storytelling
    Numbers alone don’t drive action. CX leaders often say things like, “Our NPS dropped by 3 points” or “Churn increased by 2%.” But numbers don’t create emotional impact.
    Fix: Pair data with real customer stories.
    Example: Instead of “NPS dropped”, say: “Last month, a customer who had been with us for 10 years left because they felt like we didn’t care about their experience.” That’s powerful.
  2. Mistake 2: Positioning CX as a long-term goal, not an immediate business issue
    If CX is framed as a ‘future ambition,’ it will never be treated as urgent. Leadership might agree that CX is important, but without immediate relevance, it will always be pushed aside.
    Fix: Tie CX to a burning platform issue.
    Example: “Our top competitor just launched a digital self-service platform, and we’re still relying on outdated processes. If we don’t act now, we will lose customers.” This makes CX a today problem, not a tomorrow one.
  3. Mistake 3: Not linking CX urgency to business goals
    Executives don’t just care about customer satisfaction; they care about growth, cost savings, and competitive advantage. If CX urgency isn’t connected to these priorities, it won’t get leadership attention.
    Fix: Frame CX as a business enabler.
    Example: “Our mission is to make financial services accessible to everyone. Yet, our digital onboarding process takes 48 hours while competitors offer a 5-minute signup. If we don’t fix this, we will lose customers and revenue.”

How to create an unstoppable CX urgency statement

If you want your organization to feel the urgency of CX, you need to craft a message that sticks. Here’s a simple three-step formula to help:

  1. Past: Where we come from
    Example: “We’ve built a strong brand, but customer trust is declining.”
  2. Present: The crisis or opportunity NOW
    Example: “We are losing customers because our competitors offer seamless digital experiences, and we don’t.”
  3. Future: What happens if we don’t act?
    Example: “If we don’t adapt, we will lose X% of customers in the next 3 years, impacting our revenue and market position.”

This approach ensures your urgency statement is not just understood – but felt.

Join my CX Story webinar to refine your urgency narrative

Want to craft a CX urgency statement that gets leadership buy-in and drives real action? In my CX Story Webinar on March 25 & 26, I’ll walk you through:

  • How to make CX an urgent priority in your organization.
  • Real-life examples of companies that successfully shifted leadership focus.
  • A structured approach to crafting your own CX urgency message.

Seats are limited – Register here to secure your spot!

No sense of urgency = No action. Let’s change that.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Make your CX message stick with the CLEAR method

Have you ever explained a CX initiative only to be met with blank stares? Or shared a strategy that made perfect sense to you – but didn’t land with your audience? You’re not alone. One of the biggest challenges CX leaders face is making customer experience concepts truly stick within their organizations. That’s why I created the CLEAR Method – a simple framework to help you communicate CX in a way that is concrete, actionable, and memorable.

And the best part? I’ll be teaching you how to apply it in my CX Story webinars on March 25 & 26! These free sessions are designed to help you craft a powerful CX change narrative that gets your organization to listen, engage, and take action. Register now to secure your spot.

Why people don’t get CX – and how to fix It

Let’s face it: customer experience can be abstract. It’s not like baking bread, where people can see the ingredients, the process, and the result. Instead, CX often deals with perceptions, processes, and behaviors – concepts that can feel vague or theoretical to those outside the field.

That’s why I developed the CLEAR Method. This simple, five-step approach ensures that your CX message is clear, compelling, and easy to act on:

  • C – Concrete: Avoid vague statements. Use real examples that people can visualize. Instead of saying ‘We need to improve customer satisfaction’ say ‘Right now, 34% of customers abandon their carts because they get confused at checkout – that’s like a third of supermarket shoppers leaving without paying!’
  • L – Literal: Ditch the jargon. Speak in everyday language that a 7-year-old, a 17-year-old, a 37-year old and a 77-year-old could understand. Swap ‘omnichannel strategy’ for ‘customers start online but have to repeat their story in-store – let’s connect the data so that doesn’t happen.’
  • E – Example-driven: Show, don’t tell. Use relatable analogies to explain CX concepts. For instance, if 20% of your customers churn each month, explain it like this: ‘If we had a wedding with 100 guests, 20 would leave before the cake was served!’
  • A – Actionable: Give people something specific to do. Instead of saying ‘We need better digital self-service options’ say ‘45% of our support calls are about password resets – if we fix that, we free up agents for complex issues and improve satisfaction.’
  • R – Repeatable: If people can’t repeat it, they won’t remember it. A simple, catchy message sticks. Your CX story should be easy for leaders, employees, and stakeholders to repeat in their own words.

Learn to apply the CLEAR Method in my webinar series

The CLEAR Method is just one part of a powerful CX Story – your change narrative that includes a personal element, sense of urgency, CX strategy, and call to action. Most CX leaders struggle to make their message land because they don’t tell their story in a way that inspires action.

That’s exactly what we’ll work on in the CX Story webinars on March 25 & 26. In just one hour, you’ll walk away with:

  • A first draft of your own CX story using my CX Story Blueprint
  • Techniques to make your message more compelling and memorable
  • Practical tips on how to get leadership buy-in for your CX initiatives
  • A chance to refine your story with live coaching and peer feedback

Seats are limited, so don’t miss out! Register now for the March 25 & 26 sessions.

Prefer to listen first? Tune into the podcast.

If you want a deep dive into the CLEAR Method, listen to my latest CX Leadership Talks podcast episode where I break it all down, complete with real-life examples. You can find it here.

Don’t let a confused mind say No!

If people in your organization don’t understand CX, they won’t act on it. It’s time to move beyond vague statements and jargon-heavy explanations. Make your message stick with the CLEAR Method – and let’s build your CX story together in the March 25 & 26 webinars. Click here to register now.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Levi9: Gamechangers in tech, driven by Customer Focus, interview with Pauline Bruyel (+ podcast)

In today’s rapidly evolving business landscape, the synergy between IT and customer experience (CX) has never been more paramount. Recently, I had the pleasure of delving into the unique operational perspective of Levi9 with the help of their insightful CX Manager, Pauline Bruyel.

Through our engaging conversation, Pauline detailed how Levi9 seamlessly integrates CX into their IT framework, achieving results that are a testament to their innovative approach. Here’s a deep dive into how they do it, focusing on three pivotal levels: Organization, Team/Program, and You as Leader.

  1. Organizational excellence in Customer Experience

Levi9 is a beacon of organizational excellence with its foundational customer-focused ethos. Their commitment to happy employees and happy customers isn’t just rhetoric – it’s a strategic pillar. Below are three standout initiatives Levi9 employs at the organizational level:

Strategic alignment: At Levi9, customer centricity is deeply embedded as one of their core strategic pillars. The informed leadership is pivotal in ensuring this vision permeates every layer of the organization, thus aligning strategic goals with customer needs.

Executive sponsorship: In their customer governance model, every customer, regardless of size, has an executive sponsor from Levi9’s board. This powerful yet simple strategy ensures that substantial customer insights reach the right ears and that executive leadership remains deeply engaged with customer concerns and aspirations.

Selective customer engagement: Levi9 doesn’t just take on any customer. They meticulously vet potential partners to ensure cultural and operational compatibility, thus minimizing future friction and enhancing long-term partnership success. This dedication to mutual fit reflects their long-term strategic vision.

  1. Team/Program initiatives that elevate customer interaction

Levi9’s customer focus isn’t just a high-level strategy; it cascades down to team dynamics and daily operations. Here are three key initiatives that stand out:

Customer team structure: Levi9’s approach includes dedicated customer teams that actively engage in product discovery, ensuring solutions truly meet customer needs. This process sets a unified collaborative tone that drives project success from inception.

Annual customer focus week: Levi9 organizes a customer focus event annually, a week dedicated to amplifying customer stories and sharing internal successes. Through creativity and innovation, it becomes a springboard for launching new ideas and rejuvenating the team’s commitment to customer satisfaction.

Surprise your customer challenge: Last year, Levi9 introduced the “Surprise your customer challenge,” encouraging teams to submit creative ideas to delight their customers. This initiative harnesses employee creativity to forge stronger customer relationships through memorable experiences.

  1. Personal leadership practices in CX

Pauline, as a CX Manager, embodies leadership at the intersection of IT and customer centricity. Her personal habits and leadership strategies inspire her teams to deliver exceptional experiences. Here are three practices that stand out:

Personalized customer interactions: Pauline’s initiatives often feature personalized touches, such as curated travel packs for customers, underscoring the importance of meaningful and memorable customer engagements. This attention to detail fosters genuine connections.

Focus on cross-functional collaboration: By encouraging synergy across departments – be it marketing, delivery, or talent – Pauline ensures that every team is aligned with the company’s customer-focused mission. This collaborative ethos ensures a smooth execution of customer-centric strategies.

Championing a culture of continuous improvement: Pauline’s leadership centers not only on maintaining existing standards but also on relentlessly pursuing improvement through feedback and structural innovations like the Customer Insights Dashboard. Her adaptive leadership style empowers her team to perpetually evolve and enhance their impact.

Levi9’s example underscores a critical revelation in our ongoing journey of CX excellence: IT isn’t just about technical solutions but about understanding and enhancing the human experience. Through initiatives that resonate across organizational, team, and personal levels, Levi9 showcases the profound impact a customer-centric IT company can have on its customers and industry at large. Let this inspire your journey in creating a positive, sustainable customer experience.

Listen to the podcast episode here 

Let’s connect 

Are you looking for fresh insights on CX leadership or searching for a keynote speaker to inspire your team? Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
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Transforming government with CX – A conversation with Robert Vels (+ podcast)

In the fast-evolving world of customer experience (CX), one area often overlooked is the public sector. Yet, it’s here where CX can make a profound impact, helping to restore trust, improve services, and build stronger connections between governments and their citizens. That’s why I’m thrilled to share the latest episode of the CX Leadership Talks Podcast, featuring Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a pivotal force for CX transformation in the Dutch government.

As a CX speaker and educator, I’ve had the privilege of working with leaders who are pushing boundaries and Robert is one of them. In this episode, we dive deep into his work, which goes beyond his role at RVO to influence customer experience practices across government agencies in the Netherlands.

Why CX in government matters

In our conversation, Robert highlights the critical role CX plays in fostering trust between governments and citizens. With a strong belief that excellent service delivery can rebuild faith in public institutions, Robert has taken bold steps to embed CX at the heart of government operations.

He shares a powerful story of a business owner who lost trust in government services due to poor experiences, a moment that solidified his passion for improving the public sector’s approach to customer-centricity.

Key takeaways from the episode

  1. CX as a lever for trust: Robert explains how focusing on the customer perspective – rather than just processes or policies – can drive trust and satisfaction.
  2. Building CX from the ground up: Learn about the creation of a government-wide CX maturity model, a standardized metrics framework, and how these tools are helping agencies identify gaps and measure progress.
  3. Engaging leadership: Discover how Robert and his team are encouraging senior leaders to connect directly with citizens and make customer-centric behaviors part of their daily routines.
  4. The power of community: Robert shares insights on the thriving CX community within the Dutch government, where knowledge sharing and collaboration are driving systemic change.

Why you should listen

This episode is not just for government professionals – it’s for any CX leader looking for inspiration on how to drive meaningful change in large, complex organizations. Robert’s approach is practical, visionary, and filled with actionable insights that can be applied in any sector.

How this episode helps you as a CX leader

As a CX speaker and educator, my mission is to inspire leaders like you to take bold steps in your organizations. Listening to this episode will spark ideas on how to:

  • Tackle cultural and organizational challenges in embedding CX.
  • Build leadership alignment around customer experience.
  • Use metrics and storytelling to make CX real and actionable.

Listen now

Ready to be inspired? Tune in to this episode of CX Leadership Talks and learn how Robert Vels is leading the way in government CX transformation.

Listen to the podcast episode here 

Let’s connect 

Are you looking for fresh insights on CX leadership or searching for a keynote speaker to inspire your team? Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
,

AI for CX Leaders: Practical strategies you can’t ignore (+ podcast)

The age of AI is here, and as CX leaders, it’s no longer a matter of if but how we adapt to this revolutionary shift. In the latest episode of CX Leadership Talks, I had the pleasure of speaking with Mia Liljeberg, an expert in digital leadership with an impressive background in change management and AI transformation. From her early career in Australia to her current role as a global speaker and consultant, Mia has been at the forefront of helping organizations embrace the opportunities AI presents. 

If you’re curious about how AI can drive customer experience (CX) transformation, enhance productivity, and spark creativity within your organization, this conversation is packed with actionable insights. 

Why AI matters for CX leaders

In our discussion, Mia emphasized that AI isn’t just another tool, it’s a game-changer for CX. She distilled its impact into three key areas: 

  1. Personalization: How AI tailors customer interactions, creating highly customized experiences that meet individual needs. 
  2. Prediction: The power of analyzing vast datasets, both structured and unstructured, to anticipate customer behavior and improve decision-making.
  3. Productivity: Streamlining operations and automating repetitive tasks to free up time for more strategic work.  

Mia shared practical examples, such as how luxury resorts use AI to predict guest preferences and weather impacts, enabling hyper-personalized service. For CX leaders, this highlights the importance of leveraging AI to stay ahead of customer expectations.  

Breaking down common misconceptions 

One of the biggest myths Mia debunked is the belief that high-tech equals low-touch. Instead, she argued that AI, when implemented thoughtfully, amplifies human connection. For example, by automating routine tasks, frontline employees can focus more on delivering memorable, high-touch experiences. 

Another misconception? That AI makes us less intelligent. On the contrary, Mia explained how AI reveals blind spots, offering fresh perspectives and supporting better decision-making. 

The ethical imperative of AI

Mia also shed light on the ethical challenges AI presents. CX leaders must ask critical questions: 

  • Are we using customer data responsibly? 
  • How do we ensure AI implementation aligns with sustainability goals? 
  • Are we creating psychological safety for employees as they adapt to AI-driven changes? 

Her advice? Always take a holistic approach by considering the impact on employees, customers, and the wider community. 

Practical steps to get started 

If you’re wondering where to begin, Mia suggests starting small: 

  • Experiment with AI tools like ChatGPT or Copilot for productivity tasks. 
  • Collaborate with your teams to identify AI opportunities that enhance customer and employee experiences. 
  • Foster a culture of curiosity and learning to ensure AI adoption is both inclusive and impactful.  

Why you should listen to this episode

This episode of CX Leadership Talks is not just about AI – it’s about how CX leaders can harness its power to innovate, inspire, and lead with purpose. From Mia’s inspiring stories to actionable strategies, this conversation is a must-listen for anyone looking to elevate their leadership in the digital age. 

Ready to explore how AI can transform your CX strategy? Listen to the full episode now and join the conversation! 

Listen to the podcast episode here 

Let’s connect 

Have questions or insights on AI in CX? Let’s keep the discussion going! Reach out to me on LinkedIn or explore more resources on my website.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
,

Start 2025 with intention: A CX leader’s guide to goal setting

Gelukkig nieuw jaar! Happy New Year!

A fresh year has arrived, and with it comes an opportunity to reflect, reset, and recharge. As always, I kicked off the new year by setting clear goals – though this year. I was a little late. On January 5th, I carved out time in my calendar to map out where I want to go, both personally and professionally. This annual ritual is inspired by Rachel Brathen’s From the Heart podcast (yes, the artist formerly known as Yoga Girl).
Since this practice has been so impactful for me, I thought: why not create something similar for you, my fellow CX leaders?

January 6th: A day for revelations and fresh starts

Here’s a fun fact: today is January 6th – Epiphany! Known as “Three Kings’ Day” in many cultures, it’s a day traditionally associated with revelations and fresh beginnings. So, what better day to have your own CX epiphany and start planning your 2025 goals with intention?
I’ve recorded a podcast to help you set purposeful goals and lead with clarity this year. But before you hit play, let me share three reasons why intentional leadership is critical for CX leaders like us:

1. Intentional goals inspire confidence in teams

Teams thrive under leaders with clear, intentional goals. According to Deloitte’s Global Human Capital Trends, 80% of employees value clarity and purpose in leadership decisions.
As a CX leader, your team looks to you for direction. By communicating a purposeful vision, you foster trust and inspire your team to rally behind the mission.

2. Intentional leadership reduces decision fatigue

Leaders make an average of 35,000 decisions per day. For CX leaders, this includes juggling emails, customer requests, and team challenges – all of which can lead to decision fatigue if priorities aren’t clear.
By leading with intention, you simplify decision-making, focusing only on what truly matters for your customers, your team, and yourself.

3. Intentionality creates alignment and focus

When you set purposeful goals, your entire organization benefits. According to McKinsey, organizations with aligned leadership achieve 40% more measurable impact.
For CX leaders, this means better strategies, better results, and – most importantly – happier customers.

Your chance to lead with intention

This is your moment to pause, reflect, and carve out time to work intentionally – not just for yourself, but for your team, your organization, and the customers you serve.
To help you get started, I’ve recorded a podcast episode where I reflect on the past year and guide you through setting impactful goals for 2025. Listen here.

Let’s spice up your CX leadership in 2025

This year, I’m committed to connecting with you through newsletters, podcasts, webinars, masterclasses, and personal CX leadership mentoring. Let’s work together to elevate your leadership and make 2025 your best year yet.

And of course, there will be more blue dress moments to keep things fun and fabulous!

So, don’t wait – block time in your calendar today. Start leading with intention. You owe it to yourself, your team, your organization, and the customers who count on you.

Here’s to a fantastic 2025 full of purpose, CX storytelling, and leadership growth!

P.S. If you’ve already listened to the podcast, let me know what your goals are for 2025 – I’d love to hear them!

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door
,

Reflecting on 2024: 5 Themes to guide your year-end review (+ podcast)

As the year winds down, it’s the perfect moment to pause and reflect on what 2024 brought to your CX leadership journey. Often, we’re so focused on what’s next that we forget to celebrate our achievements, learn from our challenges, and refocus our energy for the future.

That’s why I’ve dedicated my latest podcast episode of CX Leadership Talks to helping you reflect deeply and meaningfully on the past year. In this episode, I walk you through five themes that will guide your reflection process. Whether you’re a CX leader driving change in a large organization or a consultant managing diverse projects, these themes will resonate and help you uncover insights that will fuel your growth.

The 5 themes for reflection

  1. Impact and results
    Start by revisiting your accomplishments. What metrics defined your success in 2024? Did you achieve your goals, and what CX projects had the most significant impact? This is your chance to celebrate your wins and learn from what didn’t go as planned.
  2. Strategy and purpose
    Reflect on how aligned your CX strategy was with your organization’s goals. Did you secure a seat at the strategic table? Did you articulate a clear sense of urgency for customer centricity? This theme challenges you to evaluate whether you’re driving a future-proof vision.
  3. Engagement and cultural change
    How did you inspire and engage others in 2024? From senior leadership to cross-department collaboration and customer engagement, reflect on the relationships you built and the cultural shifts you influenced. What worked, and where could you do more?
  4. Personal growth and development
    Your growth as a leader is as important as your professional results. What steps did you take to expand your CX expertise, authority, and network? Did your actions align with your values and purpose? Take a moment to acknowledge your personal wins and identify areas for further development.
  5. Work-life balance and well-being
    This final theme focuses on you as a whole person. How well did you manage stress and maintain balance? Did you make time for health, inspiration, and joy? Your well-being is the foundation for your leadership, so don’t skip this critical reflection.

Ready to reflect? Let’s do this together!

In the podcast, I provide practical prompts and examples for each theme to help you get started. To guide your reflection even further, download the free PDF with 17 questions covering topics like impact, strategy, personal growth, and work-life balance. I also share some personal highlights (and challenges) from my own 2024, including how I’ve learned to make reflection a meaningful and energizing ritual.

This isn’t just a “listen and go” episode – it’s an invitation to dive deep, jot down your thoughts, and take stock of the year. Grab your journal, a cup of tea, and some quiet time to join me in this reflective journey.

Listen to the podcast now.

Make time for yourself, your growth, and your leadership. Let’s close 2024 with clarity, gratitude, and inspiration for what’s ahead.

Let me know your biggest insight from the reflection process!

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned. 

 

/door